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Purchasers of manufactured goods need assurance that they will perform well over their expected life. Warranties play a vital role in this. With proper management, warranty terms provide a promise of protection in case of product failure, while warranty service can assure customer satisfaction in the event of a claim.
The authors have developed "Stage-3" warranty management, viewing warranties from a strategic perspective, starting with a strategy linked to technical and commercial planning from the start of product development.
Warranty management aims to achieve business objectives by focusing on product performance assurance and customer satisfaction, the goal of warranty management; guidelines are provided for achieving this goal.
Written by leading experts, this book details current thinking in product manufacture. It will be a valuable guide for managers in product development, production and marketing as well as graduate students in business and operations management and industrial engineering.
List of contents
and Overview.- Products and Product Quality.- Product Warranty.- Warranty Management.- Systems Approach to Warranty Management.- The Role and Use of Data in Warranty Management.- Warranty Cost Analysis.- Warranty Considerations in Product Design and Development.- Implications of Warranty on Production Decisions.- The Role of Warranty in Marketing.- Warranty Logistics.- Reliability Improvement Warranties.- Financial, Societal, and LegalAspects of Warranty.- Warranty Management Systems.- Conclusion.
About the author
D. N. Prabhakar Murthy, PhD, is Professor of Engineering and Operations Management at the University of Queensland, St. Lucia, Australia.
Wallace R. Blischke, holds a PhD in Statistics and serves as Professor Emeritus at Marshall School of Business, University of Southern California.
Summary
Purchasers of manufactured goods need assurance that they will perform well over their expected life. Warranties play a vital role in this. With proper management, warranty terms provide a promise of protection in case of product failure, while warranty service can assure customer satisfaction in the event of a claim.
The authors have developed "Stage-3" warranty management, viewing warranties from a strategic perspective, starting with a strategy linked to technical and commercial planning from the start of product development.
Warranty management aims to achieve business objectives by focusing on product performance assurance and customer satisfaction, the goal of warranty management; guidelines are provided for achieving this goal.
Written by leading experts, this book details current thinking in product manufacture. It will be a valuable guide for managers in product development, production and marketing as well as graduate students in business and operations management and industrial engineering.
Additional text
From the reviews:
"This is supposedly the final book on the subject from the authors and is being claimed as primarily written for managers … . The authors also prescribe this book for graduate students of Business Management, Operations Management and Industrial Engineering. … Overall, the book succeeds in its objective to a very large extent and the reviewer would like to recommend this book to any one who intends to get graduated in the intricacies of warranty designing and administration." (Krishna B. Misra, International Journal of Performability Engineering, Vol. 4 (3), 2008)
Report
From the reviews:
"This is supposedly the final book on the subject from the authors and is being claimed as primarily written for managers ... . The authors also prescribe this book for graduate students of Business Management, Operations Management and Industrial Engineering. ... Overall, the book succeeds in its objective to a very large extent and the reviewer would like to recommend this book to any one who intends to get graduated in the intricacies of warranty designing and administration." (Krishna B. Misra, International Journal of Performability Engineering, Vol. 4 (3), 2008)
